员工管理_无锡某酒店前台员工培训资料27

前台FRONT DESK部门/区域：DEPARTMENT/ AREA: FD 接待处FD RECEPTION 服务内容/工作职责：SERVICE/ TASK:FD-SOP-033 换房 ROOM CHANGE标准：STANDARD: 迅速而高效地为宾客换房To provide a smooth and efficient room change of a guest.宾客期望Guest expectation工作职责What to do?工作标准Standard of Performance高效而迅速的服务Efficient and prompt service.确认客人需要Determine needs 确认宾客换房原因Determine why guest wants to move 认真倾听Listen carefully 理解他们对于酒店的期待Understand what they want from the hotel 如果不能换房不要做出承诺Do not promise if you cannot deliver 在承诺宾客前，确认有房间可换Before promising the guest, check the availability 确认是否有其他费用Check if there is any additional charge 向宾客解释Explain it to the guest 问清宾客何时换房Find out when guest wants to move 协助宾客Assist guest 请宾客做好准备并提供行李服务Request the guest to prepare to move and offer assistance with packing 在Fidelio系统内把将换房间作成预订以锁住，换完房后取消该预订Assign the room accordingly by putting a dummy reservation In the Fidelio. 当宾客准备就绪时，给行李员新换房间的钥匙去帮助客人换房When the guest is ready send the bellboy with a key to the room move. 记录在换房统计表上Log the move in the room movements log 通知其他所有部门Inform all the departments 与宾客确认他/她对新房型满意Follow-up with the guest to ensure he/she is satisfied with the new room type. 如果要求的房间暂时没有，关注房态，并及时通知宾客If required room is not available in the system look for the earliest opportunity for the room change and keep the guest informed.努